Shipping policy
PROCESSING TIME
My store is a one-person operation. Order processing times may vary based on order volume. Generally, in-stock orders ship within 1-3 business days, but may take as many as 5-10 business days during busy periods.
Due to the impact of COVID-19, postal services can no longer guarantee normal delivery times. I ask that you please have patience and be understanding during this time, as many packages have longer delivery times than normal.
It is likely that your order is just delayed, not lost. Therefore, please allow up to 6 to 8 weeks from the date of shipment for your orders to arrive. If your order still does not arrive after the 6 to 8 week period, please feel free to send me an email at HeartwermArt@gmail.com or contact me via Direct Message on Instagram.
This wait time is applicable to ALL orders (both domestic & international); however, delayed shipping times are more likely and common at the moment on any international orders and orders outside of North America.
Orders containing pre-order items will not ship until all items are in-stock. Pre-order delivery schedules are estimates, not guarantees. Delays are possible.
CUSTOMERS ARE RESPONSIBLE for providing a valid address. Orders that are not delivered due to incomplete or invalid address will not be refunded. If the order is returned to me, undamaged, you will be issued a refund for your order minus a 10% restocking fee. Shipping costs will not be refunded. Alternatively, you may pay to have your order re-shipped to a valid address.
CUSTOMS AND IMPORT TAXES
CUSTOMERS ARE RESPONSIBLE for any customs and import taxes that may apply. I am not responsible for delays due to customs. Orders that are not delivered due to the customer not paying customs fees, duties, and taxes will not be refunded. If the order is returned to me, undamaged, you will be issued a refund for your order minus a 10% restocking fee. Shipping costs will not be refunded.
ORDERS NOT RECEIVED BUT MARKED "DELIVERED"
I am not responsible for lost or stolen packages marked "delivered" by USPS tracking. If the package has been marked as "delivered" and you cannot locate it, unfortunately, we cannot refund or replace these items. The tracking is my proof that it was delivered safely by the postal carrier. You should contact your local post office and/or mail carrier to locate the package.
NOTE FOR INTERNATIONAL CUSTOMERS:
Due to COVID-19, USPS may suspend service to certain countries. Please check **this list of suspensions** before placing your order if you plan to use USPS First Class Package International Service. Services used are Global Advantage Program via GlobalPost (standard shipping) and USPS First-Class Package International Service. Note:
If 40 days have passed from the shipping date on your shipping notification email and your order has not been delivered, you may request a insurance claim be filed. Once the claim is successfully processed, I will issue you a refund.
If the order is returned to me, undamaged, you will be issued a refund for your order minus a 10% restocking fee. Shipping costs will not be refunded.
I cannot offer assistance on international orders unless the order has been returned to me or 40 days have passed from the shipping date.
Special Note for Australia & New Zealand customers: Currently the Global Advantage Program via GlobalPost is the only economic shipping option available. This service has a maximum package weight of 13oz. If your order weighs more than 13oz, I will have to split your order into multiple packages and invoice you for any additional shipping costs before shipping your order. Any free shipping offers only apply to the first 13oz.
PRE-ORDERS
Pre-order items are items that are currently not available for immediate shipping. Pre-orders will be charged in advanced and will be shipped on said date. Estimated arrival time for domestic shipping will take between 2-5 business days after your order has been processed and shipped, international shipping can take anywhere between 2-4 weeks after your order has been processed and shipped.